(Key Bank) Why is my account not showing up when I login, but when I try to add it, mint is telling me that there is a duplicate account detected? I can't see it.

When logging into mint on mobile -or- PC, all I see is the "add account" screen. I have already entered my info once, twice, many times. After the initial account I added (that I was never able to see) Mint tells me that a duplicate account is detected. I have tried tapping "yes" to add the duplicate account again, "no," etc. Every possible outcome. I still cannot view my account.

Answer

Hello alaynadeinhart,

I'm sorry that you're having trouble with Key Bank in Mint, I understand how confusing that duplicate account message would be.  The reason you were getting that error is that you weren't deleting previous attempts before attempting to add new ones; even if the old one fails, it's still going to give the error since the attempt was there, and could sync in the future.  

However I see you have since deleted all of those attempts, and the only one I see left is currently failing due to a temporary connectivity issue.  Luckily, we have some steps that should fix this for you: 

  1. Log in to Key Bank directly.
  2. Go to the Self Service Tab
  3. Go to Security Center
  4. Select "UPDATE THIRD PARTY ACCESS"

You should be able to refresh the entry and connect in Mint after that, but if you still have trouble then please open a ticket using the Contact Mint form so our support team can further investigate and assist.  Or you can reach out to our Chat team for live assistance during available hours.

Regards,
Jesse :man: 

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